Fowler & Company helps leaders build great organizations and better lives; for themselves and their teams. We do this by helping our clients in three primary areas of focus; Strategy + Execution; Performance Excellence and Executive Coaching.

How Do Your Customers Want to Be Heard?

Pics

“Thank your customer for complaining and mean it. Most will never bother to complain. They’ll just walk away.”  ― Marilyn Suttle People are different. And they like to be treated like that. Even in how you listen to them. Keep reading to find out the best way to listen to each of your very different customers. […]

Filed Under: Customer Excellence   •  

Weekly Staff Meetings That Don’t Make You Want to Gouge Your Eyeballs Out

Meetings

Football combines the two worst things about America: it is violence punctuated by committee meetings. George Will There is little more dreaded in corporate America today than the weekly staff meeting. Below you will find out how to make this meeting something that your team looks forward to, to be inspired, engaged, uplifted and motivated! […]

Filed Under: Content   •  

Hearing from Your Key Customer Groups

Key

“Profit in business comes from repeat customers, customers that boast about your project or service, and that bring friends with them.” W. Edwards Deming Every company has multiple key customer groups. Each group has specific needs that they would like your organization to satisfy. Defining those groups and their needs is one of the most […]

Filed Under: Customer Excellence   •  

The Daily Huddle

001 Meeting

“If you had to identify, in one word, the reason why the human race has not achieved, and never will achieve, its full potential, that word would be ‘meetings.” -Dave Barry The daily huddle is inspired by John D. Rockefeller’s daily luncheon habit. These meetings occurred every day where Rockefeller would sit, eat and talk […]

Filed Under: Performance Excellence   •  

Listening to Your Customers

Ear

“It is not the employer who pays the wages. Employers only handle the money… It is the customer who pays the wages.” – Henry Ford I love that quote. It really puts customer excellence into perspective. You will listen to your boss if for no other reason than the cold hard fact that he or […]

Filed Under: Customer Excellence   •  

More Time in Meetings, Less Time at Work

Meetings

It’s pretty hard to imagine, but I can teach you how to spend more time in meetings, less time at work and get more accomplished in any given day. Want to learn how? How could you possibly spend one more minute in meetings and get more accomplished in your work? Here’s how meetings allow you […]

Filed Under: Performance Excellence , Strategy + Execution   •  

The Happy Customer – Happy Employees Connection

Herb

“If the employees come first, then they’re happy…. A motivated employee treats the customer well. The customer is happy so they keep coming back, which pleases the shareholders. It’s not one of the enduring great mysteries of all time, it is just the way it works.” Herb Kelleher – Co-founder, Chairman Emeritus and former CEO […]

Filed Under: Customer Excellence   •  

Meetings that Drive Results

Mettings

“We will continue having meetings until we find out why no work is getting done!” – Anonymous Meetings that drive results? I thought that most meetings were just a colossal waste of time. After many years of research, I still do – at least for most organizations. But it doesn’t have to be that way. […]

Filed Under: Performance Excellence   •  

Fatherhood …. Balanced?

Line

“Be a hero at home first..” It is well past my bedtime. We just got our 3 year into bed. We’ve promised her we are “not coming back in.” We’ll see how that goes. Our 2 year old was diagnosed with strep throat today. We are praying she sleeps through the night – for all […]

Filed Under: Just For Fun   •  

How to Implement the Net Promoter Score

NPS2

“Perfection is not attainable, but if we chase perfection we can catch excellence.” – Vince Lombardi Last week we discussed how implementing a Net Promoter (NPS) system can help your organization measure and manage the leading indicators that will drive your company to excellence. This week, we will tell you how.   The chart above shows the purchase and […]

Filed Under: Customer Excellence   •  

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